Laurie is a Director of Insight Research at USAA. She leads a team of researchers who employ qualitative research techniques to deliver MSR/Employee insights that influence the development of best in class tools, processes and experiences.  They also design and execute experiments to improve decision making in the contact centers.  By testing concepts and capabilities that could impact MSRs, they better enable their clients to make agile, confident and evidence-based decisions about their initiatives.  This testing helps validate that a change produces the desired outcome, as well as identifying potential unintended or negative consequences. In her current role, she is responsible for the day to day business operations in the Enterprise MSR Lab. She works with an amazing group of cross functional partners in the contact centers, EBS, IT, and UX to improve the lives of our front-line employees. Laurie has held a variety of positions during her time at USAA. She began her career in May 2004 as a part time Credit Card Specialist. In March of 2006, she was promoted to Bank Servicing Senior supporting new employee teams. In February of 2007, she was promoted to Bank Servicing Manager supporting a Deposit Servicing Team. She has also led New Employee Teams, and Senior Teams. She brings both Sales, Training, and Management experience from former employers such as AT&T and US Long Distance. She is a Certified Facilitator at USAA, Certified Usability Analyst, and Certified UX practitioner. She is currently pursuing her Master’s Degree in Industrial Psychology. In her spare time, Laurie enjoys spending quality time with friends, husband Brian, and children Samantha, Nicholas, Gabriella, and Sophia (cutest and most lovable four legged child!)